TECHNOLOGY
Machine Learning is The Future of Contact Centers
The involvement of machine learning in contact centers is a game changer.
Businesses must leverage the technology to make the experience of dealing with contact centers less tedious for already aggrieved customers.
The success of contact centers is measured based on, more or less, two key performance indicators — the average call handling time (AHT) and customer satisfaction ratings. This means that each call made by a customer not only has to be completed quickly but also with the caller’s grievance resolved for good (preferably with no need for callbacks or escalation). That is a tall task during the best of times but becomes especially hard to accomplish during a difficult phase such as a pandemic. Machine learning and cognitive automation can be useful to resolve such problems and make contact centers faster and more effective in terms of customer grievance handling and query resolution. The implementation of machine learning in CRM can positively transform the contact centers of the future. Here’s how:
1. Reduction of Call Handling Time
If there’s one thing customers hate doing when they call a contact center, it is waiting on the line for an extended period. Long waiting times are incredibly frustrating for callers, and several customers may feel that organizations are simply disrespecting their valuable time for the sake of it. To return the favor, customers may cease using the products or services of an organization just because they’ve had to wait a long time before getting to hear a customer service executive’s voice. According to a study, long waiting times are the reason why Americans consistently incur collective losses of about US$100 billion annually. From a business perspective, that translates into productivity losses of about US$900 per employee for organizations.
The deployment of voice chatbots and text chatbots helps businesses resolve this problem to a great extent. For example, voice chatbots can immediately engage with customers, cutting the waiting time of a given call right from the onset. Voice chatbots use NLP to “understand” customer problems. In contact centers of the future, such applications will also be able to resolve calls involving simple customer grievances or demands—such as adding a hold bag or correcting a duplication error in one of the travelers’ names in a booked flight reservation. For complex queries, grievances or requirements, the system can simply redirect calls to appropriate Subject Matter Experts (SME) for resolution with minimal delay. This represents a massive upgrade over the same situation playing out in an AI-less environment wherein callers will end up wasting several hours trying to explain their situation to a customer service agent before even getting to speak to an SME.
2. Improvement of Customer Experience
Several organizations have their contact centers located in offshore regions. Customer service agents in those countries may find it challenging to understand international customers’ accents and other linguistic intricacies during a conversation, making it impossible to have a call completed and a query resolved quickly. NLP enables voice chatbots to comprehend what a customer says, regardless of their language or accent.
Customers generally find it highly irritating when they’re made to repeat themselves over and over again during a call. The involvement of AI in CRM enables callers to have their queries understood and resolved in double-quick time, thereby raising the overall customer satisfaction index.
It is safe to say that contact centers of the future can add several layers of effectiveness and speed by including AI in CRM-related communication.
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TECHNOLOGY
Next-gen chips, Amazon Q, and speedy S3
AWS re:Invent, which has been taking place from November 27 and runs to December 1, has had its usual plethora of announcements: a total of 21 at time of print.
Perhaps not surprisingly, given the huge potential impact of generative AI – ChatGPT officially turns one year old today – a lot of focus has been on the AI side for AWS’ announcements, including a major partnership inked with NVIDIA across infrastructure, software, and services.
Yet there has been plenty more announced at the Las Vegas jamboree besides. Here, CloudTech rounds up the best of the rest:
Next-generation chips
This was the other major AI-focused announcement at re:Invent: the launch of two new chips, AWS Graviton4 and AWS Trainium2, for training and running AI and machine learning (ML) models, among other customer workloads. Graviton4 shapes up against its predecessor with 30% better compute performance, 50% more cores and 75% more memory bandwidth, while Trainium2 delivers up to four times faster training than before and will be able to be deployed in EC2 UltraClusters of up to 100,000 chips.
The EC2 UltraClusters are designed to ‘deliver the highest performance, most energy efficient AI model training infrastructure in the cloud’, as AWS puts it. With it, customers will be able to train large language models in ‘a fraction of the time’, as well as double energy efficiency.
As ever, AWS offers customers who are already utilising these tools. Databricks, Epic and SAP are among the companies cited as using the new AWS-designed chips.
Zero-ETL integrations
AWS announced new Amazon Aurora PostgreSQL, Amazon DynamoDB, and Amazon Relational Database Services (Amazon RDS) for MySQL integrations with Amazon Redshift, AWS’ cloud data warehouse. The zero-ETL integrations – eliminating the need to build ETL (extract, transform, load) data pipelines – make it easier to connect and analyse transactional data across various relational and non-relational databases in Amazon Redshift.
A simple example of how zero-ETL functions can be seen is in a hypothetical company which stores transactional data – time of transaction, items bought, where the transaction occurred – in a relational database, but use another analytics tool to analyse data in a non-relational database. To connect it all up, companies would previously have to construct ETL data pipelines which are a time and money sink.
The latest integrations “build on AWS’s zero-ETL foundation… so customers can quickly and easily connect all of their data, no matter where it lives,” the company said.
Amazon S3 Express One Zone
AWS announced the general availability of Amazon S3 Express One Zone, a new storage class purpose-built for customers’ most frequently-accessed data. Data access speed is up to 10 times faster and request costs up to 50% lower than standard S3. Companies can also opt to collocate their Amazon S3 Express One Zone data in the same availability zone as their compute resources.
Companies and partners who are using Amazon S3 Express One Zone include ChaosSearch, Cloudera, and Pinterest.
Amazon Q
A new product, and an interesting pivot, again with generative AI at its core. Amazon Q was announced as a ‘new type of generative AI-powered assistant’ which can be tailored to a customer’s business. “Customers can get fast, relevant answers to pressing questions, generate content, and take actions – all informed by a customer’s information repositories, code, and enterprise systems,” AWS added. The service also can assist companies building on AWS, as well as companies using AWS applications for business intelligence, contact centres, and supply chain management.
Customers cited as early adopters include Accenture, BMW and Wunderkind.
Want to learn more about cybersecurity and the cloud from industry leaders? Check out Cyber Security & Cloud Expo taking place in Amsterdam, California, and London. Explore other upcoming enterprise technology events and webinars powered by TechForge here.
TECHNOLOGY
HCLTech and Cisco create collaborative hybrid workplaces
Digital comms specialist Cisco and global tech firm HCLTech have teamed up to launch Meeting-Rooms-as-a-Service (MRaaS).
Available on a subscription model, this solution modernises legacy meeting rooms and enables users to join meetings from any meeting solution provider using Webex devices.
The MRaaS solution helps enterprises simplify the design, implementation and maintenance of integrated meeting rooms, enabling seamless collaboration for their globally distributed hybrid workforces.
Rakshit Ghura, senior VP and Global head of digital workplace services, HCLTech, said: “MRaaS combines our consulting and managed services expertise with Cisco’s proficiency in Webex devices to change the way employees conceptualise, organise and interact in a collaborative environment for a modern hybrid work model.
“The common vision of our partnership is to elevate the collaboration experience at work and drive productivity through modern meeting rooms.”
Alexandra Zagury, VP of partner managed and as-a-Service Sales at Cisco, said: “Our partnership with HCLTech helps our clients transform their offices through cost-effective managed services that support the ongoing evolution of workspaces.
“As we reimagine the modern office, we are making it easier to support collaboration and productivity among workers, whether they are in the office or elsewhere.”
Cisco’s Webex collaboration devices harness the power of artificial intelligence to offer intuitive, seamless collaboration experiences, enabling meeting rooms with smart features such as meeting zones, intelligent people framing, optimised attendee audio and background noise removal, among others.
Want to learn more about cybersecurity and the cloud from industry leaders? Check out Cyber Security & Cloud Expo taking place in Amsterdam, California, and London. Explore other upcoming enterprise technology events and webinars powered by TechForge here.
TECHNOLOGY
Canonical releases low-touch private cloud MicroCloud
Canonical has announced the general availability of MicroCloud, a low-touch, open source cloud solution. MicroCloud is part of Canonical’s growing cloud infrastructure portfolio.
It is purpose-built for scalable clusters and edge deployments for all types of enterprises. It is designed with simplicity, security and automation in mind, minimising the time and effort to both deploy and maintain it. Conveniently, enterprise support for MicroCloud is offered as part of Canonical’s Ubuntu Pro subscription, with several support tiers available, and priced per node.
MicroClouds are optimised for repeatable and reliable remote deployments. A single command initiates the orchestration and clustering of various components with minimal involvement by the user, resulting in a fully functional cloud within minutes. This simplified deployment process significantly reduces the barrier to entry, putting a production-grade cloud at everyone’s fingertips.
Juan Manuel Ventura, head of architectures & technologies at Spindox, said: “Cloud computing is not only about technology, it’s the beating heart of any modern industrial transformation, driving agility and innovation. Our mission is to provide our customers with the most effective ways to innovate and bring value; having a complexity-free cloud infrastructure is one important piece of that puzzle. With MicroCloud, the focus shifts away from struggling with cloud operations to solving real business challenges” says
In addition to seamless deployment, MicroCloud prioritises security and ease of maintenance. All MicroCloud components are built with strict confinement for increased security, with over-the-air transactional updates that preserve data and roll back on errors automatically. Upgrades to newer versions are handled automatically and without downtime, with the mechanisms to hold or schedule them as needed.
With this approach, MicroCloud caters to both on-premise clouds but also edge deployments at remote locations, allowing organisations to use the same infrastructure primitives and services wherever they are needed. It is suitable for business-in-branch office locations or industrial use inside a factory, as well as distributed locations where the focus is on replicability and unattended operations.
Cedric Gegout, VP of product at Canonical, said: “As data becomes more distributed, the infrastructure has to follow. Cloud computing is now distributed, spanning across data centres, far and near edge computing appliances. MicroCloud is our answer to that.
“By packaging known infrastructure primitives in a portable and unattended way, we are delivering a simpler, more prescriptive cloud experience that makes zero-ops a reality for many Industries.“
MicroCloud’s lightweight architecture makes it usable on both commodity and high-end hardware, with several ways to further reduce its footprint depending on your workload needs. In addition to the standard Ubuntu Server or Desktop, MicroClouds can be run on Ubuntu Core – a lightweight OS optimised for the edge. With Ubuntu Core, MicroClouds are a perfect solution for far-edge locations with limited computing capabilities. Users can choose to run their workloads using Kubernetes or via system containers. System containers based on LXD behave similarly to traditional VMs but consume fewer resources while providing bare-metal performance.
Coupled with Canonical’s Ubuntu Pro + Support subscription, MicroCloud users can benefit from an enterprise-grade open source cloud solution that is fully supported and with better economics. An Ubuntu Pro subscription offers security maintenance for the broadest collection of open-source software available from a single vendor today. It covers over 30k packages with a consistent security maintenance commitment, and additional features such as kernel livepatch, systems management at scale, certified compliance and hardening profiles enabling easy adoption for enterprises. With per-node pricing and no hidden fees, customers can rest assured that their environment is secure and supported without the expensive price tag typically associated with cloud solutions.
Want to learn more about cybersecurity and the cloud from industry leaders? Check out Cyber Security & Cloud Expo taking place in Amsterdam, California, and London. Explore other upcoming enterprise technology events and webinars powered by TechForge here.
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